Manager - Business Client Centre [T500-24354]

About CIBC India:

CIBC India is a technology and operations hub in Hyderabad, where youll be part of our highly engaged and global team, and play a central role in supporting our growth. Whether youre driving innovation in digital banking or streamlining client onboarding, youll be part of a culture recognized for excellence and investment in people. At CIBC India, people and progress are at the center of what we do: youll develop skills, collaborate with industry leaders, and see your ideas realized in a culture that values progress and belonging. We provide cutting-edge resources, ongoing learning, and a supportive environment where people come first. If youre ready to create meaningful change and build your future, CIBC India is where your ambition meets opportunity.

What Youll Be Doing (position summary):

The Manager, Business Client Centre is responsible for leading the Hyderabad-based Business Client Center team, overseeing a cohort of 15+ staff to deliver high performance, continuous improvement, and service excellence in Financial Transactions and Investigations The role ensures accurate and timely processing of financial transactions, mitigates risks related to fraud and disputes, drives a client-focused, high-performance culture, and communicates the vision of the Centre while fostering operational excellence in a demanding environment

At CIBC India we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (including on-site and remote work) will be discussed at the time of your interview.

How Youll Succeed (responsibilities):

• Direct, motivate, and develop a large team in a high-volume environment, building team and individual capability to meet job standards.
• Manage performance through feedback, strengths recognition, and expectation clarity; hire and align capabilities with business needs.
• Create a positive work environment, recognize contributions, and address employee issues consistently.
• Minimize organizational risk by ensuring adherence to CIBC policies and controls.
• Promote continuous improvement, learning, and innovation; develop relationships with business partners to identify client needs and align operational delivery.
• Ensure case requests (financial transactions and investigations) are completed within SLAs; monitor productivity, accountability, and accuracy.
• Manage escalations and engage relevant partners for resolution; participate in quality monitoring and improvement initiatives.
• Lead initiatives to improve client satisfaction and experience, ensuring timely handling of service requests.
• Work closely with senior management, Credit and Operational Risk, and Legal Counsel to enforce enhancements in response to updated AML legislation and regulatory requirements.
• Provide feedback and recommendations on new policies and procedures; escalate non-compliant situations as required.
• Recommend changes to business processes to enhance operational efficiency and effectiveness.

Experience: 8+ years of experience

Who You Are (skills/qualifications):

• Bachelors degree in Business, Finance, Operations Management, or a related field; MBA or relevant graduate degree preferred.
• 8+ years of relevant experience in financial transactions, investigations, or banking operations.
• Proven expertise in operations management and strategy development at a business unit or enterprise level.
• Proficiency in English, with strong relationship management, communication, and presentation skills.
• Proven leadership and people management abilities; ability to mobilize resources to meet peak demand.
• Excellent judgment, decision-making, and problem-solving skills.
• In-depth knowledge of process and design concepts, principles, and project management.
• Knowledge of Commercial, Capital Markets, and/or Business Banking products, services, and operations.
• Ability to prioritize strategically and operationally; manage multiple activities under tight deadlines.
• Excellent interpersonal skills for sensitive or moderately conflict-filled situations.

What CIBC India Offers:

At CIBC India, your goals are a priority. We start with your strengths and ambitions and strive to create opportunities to tap into your potential. We aspire to give you a career that goes well beyond your compensation.

• We work to recognize you in meaningful, personalized ways including competitive fixed pay, performance-based incentive programs, a family-first benefits program, employer contributions for your retirement, attractive time off and leave offerings, wellbeing support, and Moment Makers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients worldwide.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day, a paid day off dedicated for you to use to invest in your growth and development.

Privacy:

By proceeding with the creation of a profile and submitting an application in response to this job posting, you acknowledge and agree that your personal data will be collected, used, retained and disclosed by CIBC India and its affiliates, as described in the Candidate Privacy Statement.